RCC Business Operations Analyst

What you'll do

• Define and govern operational KPIs and performance metrics to provide real-time visibility into business health.
• Translate business objectives and operational challenges into clear, data-driven narratives and actionable recommendations.
• Conduct deep-dive quantitative analyses using text analytics, NLP, and sentiment analysis to identify performance trends and root causes.
• Partner with Data Engineering to develop data models and infrastructure that serve as a single source of truth.
• Build self-serve dashboards and data dictionaries to empower business partners to access and trust data independently.
• Develop and maintain reporting systems to support both day-to-day operational visibility and long-range strategic decision-making.
• Drive continuous improvement across operations by identifying forecasting signals and anomalies in large-scale conversation data.

What we're looking for

• Bachelor’s degree in computer science, mathematics, engineering, statistics, econometrics, or another quantitative field.
• 8+ years of professional experience in advanced analytics, data science, or machine learning.
• Proven experience defining, developing, and implementing KPIs or operational metrics frameworks for new programs, systems, or technologies.
• Demonstrated ability to translate business objectives into analytical requirements, data models, and reporting solutions for stakeholders.
• Advanced SQL proficiency and experience with Python for data analysis and manipulation.
• Proficiency in data visualization tools (Tableau preferred).
• Hands-on experience with text analytics, NLP, and sentiment analysis including working with conversation or transcript data at scale.
• Master's degree in a quantitative field (preferred).
• Familiarity with cloud data platforms, particularly Snowflake and AWS (preferred).
• Experience in customer experience analytics, contact center operations, or customer interaction measurement (preferred).
• Hands-on experience leveraging LLMs/Generative AI to improve productivity and generate new insights (preferred).
• Previous experience in stakeholder management and large-scale cross-functional project work (preferred).